About the Role

This is a hands-on position that requires an excellent communicator with a solid ability to work as a team. The successful candidate will be responsible for supporting a large number of users in a fast paced environment, initially responding to support tickets and undertaking an immediate effort in order to restore a failed service or perform basic level system configuration. Through tasks and projects the candidate will develop product knowledge and skills as well as ensure customer satisfaction.

The ideal candidate will be highly motivated and will preferably have experience in a similar role.

Key responsibilities include

Support activities:

o Provide an initial response to support tickets raised by the users

o Pro-actively resolve common technical issues and system failures (tasks in Translation Workflow Automation systems that have fallen in ‘error’ stages which require corrective action).

o Quickly escalate support tickets to more senior members of the team or appropriate departments and follow the progress until the technical resolution is achieved

Implementation and Configuration activities:

o Under the supervision of more senior members of the team perform basic configuration task such as granting users access to the system, modify the existing Translation system workflow

o Assist more senior Application Specialists with tasks such as initial investigation of technical issues, gathering new requirements for existing implementations as well as testing

o Ability to prioritize tasks based on the overall impact of the system failures or complexity of the new requirements for the end user

Process and Knowledge Building activities

o Follow the existing processes and accounts documentation by routing tickets to appropriate Account Leads for example.

Communication and Relationships activities:

o Answer user questions about the system

o Provide regular updates to users about their requests through excellent verbal and written communication

What to bring

o Acute attention to details

o Ability to follow departmental and project specific processes

o Collaborative style

o The will to extend your technical knowledge

o Proven methodical problem solving skills

o Keen interest for technology

o Basic hardware and networking knowledge

o Basic Knowledge of Microsoft Windows Operating Systems

o Basic Knowledge of Microsoft Office

Nice to have

o Incident Management Portal experience (Salesforce, BMC, etc…)

o Basic knowledge of encoding and Windows file system

o SQL Knowledge

o HTML and XML fundamentals

o Previous CAT Tool experience

o Knowledge of localization processes

o Scripting, Macros or programming skills (C,.Net Framework)

You will be a great fit if

o You like a challenging but rewarding fast-paced environment

o You love working with some of the top global brands

o You love finding solutions to complex problems

o You are willing to develop your technical skills

Education and experience

o University Degree